Technical engineer Jobs in Milwaukee, WI

Auto req ID: 53844
Title: Field Technical Support Lead
Job Function: Customer & Dealer Operations
Location: Remote / Field Based
Company: Harley-Davidson Motor Company
Full or Part-Time: Full Time

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.

This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.

Job Summary

The Lead Technical Support plays a pivotal role as an experienced technical service liaison, deployed to Harley-Davidson dealerships via an escalation process to offer expert technical service advice and guidance on complex motorcycle diagnostics. This role ensures exceptional verbal and documented communication with engineering, product liability, training, and field operations teams through established standard processes. Lead Technical Support members serve as company representatives in the defense against lemon law and breach of warranty claims, offering consultative technical assistance to dealership service departments during major rallies and events. Individuals in this role must be prepared to relocate to a designated home/office location determined by leadership and be willing to travel up to 90% of the time.

Job Responsibilities

• Utilize industry-standard best practice tools to resolve escalated product issues with dealers, aiming to address customer complaints effectively.
• Conduct evaluations of technical concerns raised by dealers and/or customers through hands-on examination of both customer-owned and dealership-owned motorcycles.
• Perform pre- and post-litigation motorcycle inspections for lemon law and breach of warranty claims.
• Deliver clear and accurate documented information to support all escalated situations.
• Offer consultation and coaching to dealer staff on dealer service department best practices.
• Conduct all dealer-related training activities focused on consumer affairs best practices.
• Provide internal stakeholders with insights and recommendations regarding product quality issues identified through field observations.

Education Requirements

High School Diploma or Equivalent Required

Education Specifications

• Degree or equivalent in Motorcycle Repair/Diagnosis.
• Required to be a “Tech”, prefer “Expert” or “Master” within Harley-Davidson University (HDU) recognition program.

Experience Requirements

• Typically requires a minimum of 8 years of related experience.
• Demonstrated expertise in motorcycle diagnosis and/or original equipment manufacturing (OEM) service operations.
• Ability to undergo comprehensive training on HDMC recommended technical methodologies, systems, policies, procedures, and measures.
• Excellent communication and presentation skills essential for effective interaction with retail customers and dealers.
• Demonstrated ability to handle crucial conversations effectively.
• Proven capability to work efficiently with minimal supervision.
• Proficiency in operating and evaluating all makes and models of Harley-Davidson motorcycles.
• Possession of a valid driver's license and motorcycle license with an excellent driving record.

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.

We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

Applicants must be currently authorized to work in the United States.

Direct Reports: No
Travel Required: More than 75%
Pay Range: 87,600 - 135,700
Visa Sponsorship: This position is not eligible for visa sponsorship or visa transfer
Relocation: This position is eligible for domestic relocation assistance (within posted country)

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